Operational Excellence Analyst

Are you dedicated to increasing business efficiency through continuous improvement? Do you enjoy implementing new processes that improve the customer experience or generate cost-savings?

Do you begin each project by asking how can we make this more efficient or how can this be more customer-centric ? If so, you may excel as an Operational Excellence Analyst.

The Operational Excellence Team is an enterprise-wide function that spans all aspects of the bank. The team partners with business lines across Citizens Bank to drive end-to-end engagement initiatives that transform processes and improve operating models.

As a member of the Operational Excellence Team, the Operational Excellence Analyst works with cross-functional teams to significantly improve business processes that start and end with the customer.

During an engagement, the Operational Excellence Analyst will partner with a senior member on the Operational Excellence team to diagnose issues, develop data-driven insights, and recommend solutions.

In addition to supporting a variety of process improvement activities, the Analyst will also support change management efforts to ensure solution implementation and achievement of projected business results.

The Analyst will also support the development and implementation of measurement systems that provide business lines with operational visibility and monitor the outcomes process improvements.

The Analyst’s information gathering experience, problem-solving skills, and ability to become a trusted business partner will help shape the future of Citizens Bank.

Primary responsibilities include :

Methodology : Successfully supports teams through all phases of a Lean, Six Sigma or process improvement activities (., discover, diagnose, design, implement, measure & improve) across all aspects of an improvement (.

people, process, technology & policy).

Relationship Management : Demonstrates the ability to influence others using a variety of tactics; develops and maintains trusting relationships with key stakeholders to foster alignment, transparency, and collaboration.

Resolves any conflict or resistance to change to implement solutions in a timely manner.

Expertise : Stays abreast of the latest trends and best practices within the operational excellence practice and across other companies and industries.

Facilitates workshops to educate and inform colleagues.

Development : Models a learning culture and a continuous improvement mindset.

Competencies :

Data Analysis : You are comfortable collecting, analyzing, and synthesizing quantitative data from multiple sources using a variety of tools such as Excel, SQL, and Tableau to provide actionable insights.

Analytical and Critical Thinking : You can gather, translate, and synthesize information to understand business problems and offer creative insights that result in value-add practical solutions.

Measurement Systems : You are able to identify, establish, and standardize success metrics to visualize and validate improvement initiatives.

You ensure sustainability of improvements by documenting and delivering training materials to business partners.

Facilitation : You are comfortable leading process mapping sessions that document current and future state processes and identify issues and pain points.

Leadership : You are a self-starter and can : challenge the status quo, take risks, envision the future, enable, empower, and motivate others to act and model Citizens’ Success Profile.

Communication You successfully demonstrate the use of a variety of communication strategies, tools, and media that foster transparency, collaboration and most importantly, trust.

Change Management : You demonstrate the ability to influence others using a variety of tactics. You can develop and maintain relationships are comfortable facing adversity and addressing conflict.

You can empower others to turn ideas into business results by utilizing standard program and project management tools.

Development : You are enthusiastic about continuous improvement in personal and professional settings. You seek and act upon constructive feedback.

Qualifications :

Bachelor’s degree, required (., industrial engineering, data science, operations research, business).

3+ years of operational improvement, financial services, banking and / or consulting experience preferred, with a history of collaborating on cross-functional initiatives that resulted in significant value-add.

You demonstrate knowledge in one or more operational improvement frameworks, methodologies, or toolkits such as Lean, Six Sigma, Business Process Improvement, Change Management, and Organizational Design.

You have experience in linking strategy to execution, taking risks, and learning from failures.

You have experience working with Microsoft Office Suite, SQL, Tableau, or Minitab.

Hours & Work Schedule

Hours per Week : 40

Work Schedule : Monday - Friday / position is 3 days in office at our Medford MA or Johnston RI offices